Thesis performance scorecard

They must be splitted across the four or more perspectives and have to be process-oriented, trying to express the goodness of such process. It is really important to "create" metrics for your own processes and not to apply "as-is" what found out from other BSC experiences there is an interesting paper from Arthur Schneiderman about it , even if some indicators can cover common exigences.

Here it is possible to look at the metrics for the library of the University of Virginia starting from the academical year ; The University of Edinburgh devotes a page to the its BSC, gathering and presenting all the info and metrics from , with related analysis; The Henry County School BSC; A proposal of indicators for higher education entities see on p. Thus, few attempts to build an ICT scorecard have been done. AIS , which considers the "employee" element as a distinct perspective, thereby expanding the analysis to five elements financial, customer, employee, internal business process, learning and growth.

Therefore, the five distinct perspectives, derived from the original scorecard, are: Financial Perspective : How do our software processes and SPI add value to the company?

Balanced scorecard as a strategic management tool : the case of Seagull AS

Customer Perspective : How do we know that our customers internal or external are delighted? Process Perspective : Are our software development processes performing at levels sufficient to meet customer expectations? People Perspective : Do our people have the necessary skills to perform their jobs and are they happy doing it? Gold , mainly discussing how to link properly the strategic and tactical application of an ICT scorecard. There are several documents on the Internet speaking about these two models.

This paper wrote with Prof. Abran discussed this question, trying to explain and justify the rationale behind such assumption.

Example of Balanced Scorecard Master’s Thesis

Click here for more info. The main purpose of this paper is to discover shortcomings of the balanced scorecard and attempt to find solutions to those problems, and by doing so helping others looking to implement a balanced scorecard of their own. This study does find shortcomings in the balanced scorecard that may bother some companies and it does introduce possible solutions to those problems. More specifically, the issues of the balanced scorecard are cost and time, the amount of people involved with the implementation of the system, too much emphasis being placed on internal processes, and the levels of importance that should be placed on each perspective of the balanced scorecard.

Fujieki, Patrick B.

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CMC Senior Theses. Advanced Search. Privacy Copyright. Claremont Colleges Library. First, the innovation and learning perspective that reflects intangible assets has the most influence on the others but is not important, while the customer perspective has the most importance for SHSC performance. Second, the economic aspect has the greatest weight, followed by social and environmental aspects.

Finally, indicators of the financial and customer perspectives as drivers of SHSC performance consist of profit, quality of service, revenue, customer satisfaction, and stakeholder satisfaction. Further, indicators of the economic aspect of sustainability have the most effect on SHSC performance, followed by social and environmental aspects. Furthermore, human resources, as an intangible asset and key factor in social aspects, are main factor in improving SHSC performance. This phenomenon has driven the development of the service supply chain SSC concept [ 2 , 3 , 4 ].

Methods of supply chain and performance measurement can be used to develop healthcare performance [ 5 ]. The service contributions show increasing trends in: tourism, hotels and restaurants, professional services, banking and insurance, and healthcare [ 8 ]. On the other hand, pressure from globalization and stakeholders requires the HSC operation to give attention to the environment, community, economic, and intangible assets [ 9 ]. Implementation of sustainable service supply chain could minimize the negative effects of operation on the environment and society and maximize profits [ 10 ].

The concept of Balanced Scorecard

SHSC implementation is expected to be able to improve the performance of healthcare businesses. Besides, the development of SHSC is feasible because healthcare businesses are concerned with improving public health and wellbeing. The SHSC performance requires a performance measurement system. Performance measurement of the SHSC can be adapted from the sustainable service supply chain performance measurement models.

The performance of sustainability aspects in the supply chain are often difficult to measure [ 12 ]. The scope of sustainable service supply chain performance measurement SSSCPM includes environmental management, social responsibility, management of health, safety and risk, and customer management [ 13 ]. SHSC performance measurement SHSCPM is also still oriented toward economic and environmental green aspects, such as the environmental supply chain performance measurement [ 15 ], life cycle assessment, and life cost assessment [ 16 ].

Social aspects are similar to intangible assets and are the main characteristic of the services sector [ 18 ]. There has been is littleness integration between economic, environmental, and social aspects simultaneously.

Phd Thesis On Balanced Scorecard

The ANP structure model will determine the weights of the performance indicators, performance perspectives, and sustainability aspects. This article is organized as follows. Then, the methodology that describes the research stages and the structural model are presented in Section 4. Section 5 discusses data from an expert preference questionnaire survey of professionals in the healthcare business; this questionnaire is used in the processes of the ANP, and in weighting the performance indicators, performance perspectives, and sustainability aspects.

Next, the limitations of this study are discussed in Section 6. The actors in the healthcare supply chain consist of a producer, suppliers, healthcare service providers, and patients [ 19 , 20 ]. The BSC is a model of performance measurement that describes the relationship between the performance of perspectives and indicators as a strategy map. The strategy map is a business strategy that is related with financial and non-financial execution [ 24 ]. Besides that, BSC can be used simultaneously by several organizations that are collaborating together [ 25 ]. Finally, the BSC can be adapted to measure supply chain performance because a supply chain is a reflection of the collaboration between producers, suppliers, providers and customers.

The BSC is dynamic and innovative because it can integrate with other methods [ 27 ] for the design of sustainable or green SCPM practices. It can analyse the direct or indirect relationships between variables [ 33 ]. It is used to determine the relationship between the impact of the performance of perspectives and indicators on the performance measurement, including on BSC [ 33 ].

Furthermore, the DEMATEL can describe both the level of importance and the level of influence of an attribute or a variable in a system and then use a matrix system to determine all the causal relationships between the attributes and variables [ 33 ].


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Finally, the DEMATEL can be used to determine the level of importance, level of influence, and supplier selection on the sustainable supply chain [ 34 , 35 ]. The relationship between perspectives is shown in Figure 1. The identification of the performance indicators was based on a literature review, and in this paper, twenty nine indicators are used [ 9 ]. Furthermore, the performance indicators have been classified into the sustainability aspects and performance perspectives that are show in Table 1.

Figure 1 and Table 1 still do not show the weights of the performance perspectives and indicators of the SHSCPM, which indicate their contribution to performance. More study is still needed to determine the performance weights of indicators and perspectives based on the relationships between them, and these aspects can be done by using the ANP. The ANP is a general theory of relative measurement used to derive a composite priority ratio from an individual ratio that represents the relative measurement of the influence of elements that interact with control criteria [ 36 ].

Finally, the ANP model can determine the weights of perspectives and indicators based on inner and outer dependence. The ANP can improve the limitation of AHP, especially for accommodating the relationships between criteria and alternative [ 36 ]. There are two relationships in ANP, namely inner and outer dependence. Inner dependence is the relationship between indicators within a cluster, and outer dependence is the relationship between indicators in different clusters.

The ANP provides a way to input judgment and measurements to derive the ratio of a priorities scale for the distribution of influence among the criteria and groups of criteria in the decision process [ 33 ]. ANP is a qualitative multi-attribute decision-making approach that provides structured communication to address the business model [ 30 ].

The weight of an indicator on performance measurement can be determined by the ANP. The ANP can help decision-makers to determine a strategy for improving performance based on the strategy map. This section may be divided by subheadings. It should provide a concise and precise description of the experimental results, their interpretation, as well as the experimental conclusions that can be drawn. Figure 1 and Table 1 still do not show the weights of the performance perspectives and indicators of the SHSCPM, which can indicate their contribution to performance. More study is still needed to determine the performance weights of indicators and perspectives based on the relationships between them, and these relationships can be processed using the ANP.


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  • The healthcare business consists of producers, suppliers distributors , health clinics, and hospitals. Finally, the ANP structure model can be determine the weights of the performance indicators, performance perspectives, and sustainability aspects as final output of this study.

    Some examples of other documents related to Employee Performance Scorecard Template Excel :

    The development of the SHSCPM model in this study was based on a survey with in-depth interviews with seven expert respondents for data collection. The respondents were representatives of the healthcare business as supply chain actors.

    The respondents consisted of: one pharmaceutical industry manager, one supplier owner, two private hospital professional managers, one public hospital professional manager, and two clinical professional managers. All of the respondents had more than 10 years of experience in their profession.

    The surveys were obtained for the period from March to December Respondents were asked about pair-wise comparisons between perspectives and indicators based on their perceptions. The research stages were as follows:. Survey to perform pair-wise comparisons between the performance of perspectives and indicators on a scale of 1—9.

    The survey results were processed according to the ANP steps [ 30 ] with Super Decisions software version 2. The validity of the pair-wise comparison considered the inconsistency value. Running the process to determine the weights of performance indicators. These were classified into two types: performance indicator weights based on clusters performance perspective and indicator weights based on the system partial indicator weight. Based on the performance indicator weights, the weights of the performance perspectives and sustainability aspects can be calculated.

    Calculating of importance level and influence level of the perspective and indicator. Building a significant matrix to describe the relationship between the perspective and the indicator. Steps to design of significant matrix:.